Quick Answer

To escalate stubborn call quality problems to MyOperator’s Internal Tech Support you must first perform two simple panel resets and then submit your Business Account Number, service number, 4–5 recent Call UIDs in plain-text, detailed impact notes, and any relevant audio or screen recordings.

Typical Issues That Need Escalation

Escalation is meant for recurring problems such as one-way audio, abrupt call drops after IVR, or Click2Call sessions that never connect despite stable internet.

Step 1: Perform Mandatory Self-Service Resets

1. Republish your primary call flow. Log in to in.app.myoperator.com as an Admin, open Call Design > Callflow, click the three-dot menu beside the primary flow, choose View & Edit, press Edit, scroll down, and click Save to Preview > Publish > Confirm.
2. Reset outgoing Click2Call settings if outbound calls are failing. Go to Call > Outgoing, scroll to Click2Call, click Deactivate, then click Activate Now.
3. Verify internet bandwidth for WebCall. Each agent using WebCall must have at least a 10 Mbps stable connection.

Step 2: Collect Everything Support Needs

• Account identifiers: your Business Account Number (BAN) and the affected service (IVR) number.
• 4–5 recent Call UIDs (mandatory). Open Logs > All Calls, click the timestamps of the affected calls, and copy the UID strings as plain text – never send screenshots.
• Problem scope & context: state whether the failure is Incoming or Outgoing, whether it hits all users or only certain extensions, and quote an estimated ratio such as “3 of every 10 calls fail.”
• Calling mode & carrier: mention if agents are on the MyOperator Mobile App or WebCall, plus the SIM operator they answer on (Airtel, Jio, Vi, or BSNL).
• Media attachments: download the affected call audio from Call Logs for echo or quality checks, or record your screen if no UID appears because the dialer errors out immediately.

What MyOperator’s Teams Do Next

1. Support verification & pre-escalation audits. Support validates your BAN/service number, checks subscription status, confirms you republished the call flow, toggled Click2Call, and ran a Route Switch, and verifies that plain-text UIDs and attachments are present.
2. Account Manager involvement. A callback from your Account Manager is logged only if you explicitly demand it for SLA or commercial discussion. If drops are due to hitting user licences or line capacity, the AM will propose upgrades.
3. Escalation to Internal Tech Support. Once resets are done and 4–5 plain-text UIDs are on file, Support opens a Child Ticket in Zoho Desk or emails tech.support@myoperator.co. Every ticket must include a concise problem statement such as “One-way audio on incoming calls post-IVR,” a note of when each reset was performed, the copy-pasteable UIDs, and the media files.

Keywords

backend investigation, Call UID, Route Switch, republish call flow, Click2Call reset, BAN, service number, MyOperator support, one-way audio, call drops, WebCall 10 Mbps